Frequently Asked Questions

My water purifier has arrived damaged or broken. What happens next?
Please contact us within 5 days of receiving your order. All water purifiers sent from Village Pottery Company are insured and any broken piece will be replaced at no charge. If we have the part in stock, it will be posted right away. Typically a replacement part is sent within two weeks. You will be first in line to have your piece replaced. If it cannot be replaced, we will offer a full refund.
 
Why does it take so long to for the water purifier to be made and sent out? Is the production timeframe guaranteed?
There is always high demand for our water purifiers. They are also large and complex to make, therefore the amount we can physically make, fire and store per week is limited. It is highly likely that your order will be ready within the quoted timeframe, but unfortunately not guaranteed. Many factors can cause delays such as suppliers running out of stock (we need thousands of tonnes of raw materials every month to meet quotas), issues with machinery that is crucial for our processes (e.g. the kiln or compressors), staff sickness or injury etc. We hate being late! If we are late we'll be working ridiculously long hours to catch up.  

I have changed my mind, I have purchased this item and no longer want it, can I get a refund?
No, we don’t offer refunds for change of mind. However, if you have purchased this item via our website, and the item doesn’t meet your expectations (i.e the standard of quality), we will consider a refund.

My refund has been authorised, what happens next?
If you are in possession of your new purifier and have been authorised a refund, it is your responsibility to pack it in the same manner that it arrived, so that it arrives safely back to Village Pottery Company. If you have thrown your VPC packaging away, it is your responsibility to find adequate packing supplies to protect the item from damage in transit. Your refund will be processed once it arrives safely back to VPC. You will be emailed return to sender labels which you need to print and tape to the packaging. 

What happens if I leave the stoneware filter unused for a period of time?
If normal use of your ceramic water purifier is interrupted by a holiday or other time away, growth of harmless heterotrophic bacteria may result in a flat or stale taste for a period of time when use of the water filter resumes. Flushing the water purifier filter system for several minutes after any prolonged period of inactivity should eliminate the problem.

When does my filter cartridge need replacing?
After 1600L of use, which is 6-9 months for most people.

Will my water purifier remove fluoride from the water?
Yes, if you purchase an Ultra Fluoride Filter cartridge with your purifier.

Will my water purifier remove PFAS (forever chemicals) from the water?
Yes, if you purchase an Ultra Sterasyl Filter cartridge with your purifier.

Does the pH of my drinking water increase when I use the ceramic filter?
There will be a slight increase in the pH of water passed through the ceramic filter due to the presence of the mineral Wollastonite in the ceramic. Wollastonite is slightly soluble and alkaline, so may partly dissolve in the water as it passes through the ceramic water filter causing a minor pH shift which is harmless.

Does the Village Pottery Company water purifier include a filter when a purchase is made?
Purifiers can be purchased with No Filter, an Ultra Fluoride Filter or an Ultra Sterasyl Filter. Select your preferred option before adding the item to your cart.

Where can I buy replacement water filter cartridges?
We sell replacement filter cartridges in our online store HERE

Does the filter for the ceramic purifier need to be the same as the one it originally came with?
No. Any gravity-fed ceramic water filter will work, including those manufactured by Australis, Waterco, Pozzani and Stefani. However, we highly recommend that you purchase an Ultra Fluoride or Ultra Sterasyl filter cartridge, as they are manufactured by the reputable Royal Doulton brand.

Does my ceramic purifier and filter need cleaning and maintenance?
Yes. Find further instructions on our 'blog' page

Are the water purifiers shipped from Village Pottery Company exactly the same colour as displayed on your website?
We endeavour to match the colours as closely as possible, but as all of our pottery water purifiers are hand made and hand decorated it is impossible to match them exactly. 

Does the water purifier come with a warranty?
Yes. The water purifier comes with a 12-month replacement warranty.

I have installed my purifier and filter as per your instructions, the water tastes strange! How can this be fixed? 
It can usually be resolved by soaking the new filter overnight and flushing it out. See more comprehensive instructions on our 'blog' page

Does Village Pottery ship internationally?
We only ship to Australia and New Zealand.

I can't find a phone number to contact this business, why don't you have a contact number? 
We're a small business, and each of us have multiple roles within the business. Most of our roles involved getting our hands dirty with clay. Due to our multiple roles, it's difficult to answer the phone while ensuring that our production jobs are completed in a timely manner so that our weekly quotas are fulfilled. If you have any questions, please email them to info@villagepotterycompany.com.au